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mattomal
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Intermittent Upload Speed

My upload speed is fluctuating between 6mbps and 0.08mbps

 

Obviously not ideal at the lower end.

 

Is there a troubleshooting guide for this?

 

Thanks

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Andrew-G
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Re: Intermittent Upload Speed

Broadly speaking the approach is as follows, checking after each step:

1) Reboot the modem.  It's a software controlled device, and benefits from at least a weekly kick up the khyber reboot.  This might well provide temporary improvement, but if temporary then the reboot has only treated symptoms not the cause, and you keep going down the list if slow speeds recur.

2) Check the connections at both ends of the coaxial cable from the hub - should be properly secured with securing nuts finger tight.

3) Use the pinhole on the back of the hub to reset it.  I believe this erases and reloads the operating system, as well as clearing any custom settings you've made for the wifi.  There is a school of thought that holding the pin/paperclip in for a full 60 seconds is needed, but I've had it work OK with just a 10 second prod.

4) If still no dice, then connect to the hub, click on "Check router status" and post here as text, not images, the entire contents of the status tabs for Downstream, Upstream, Network log.  We can take a look for signs of power, noise or modulation problems.  

5) In particularly troubling cases, you can setup a Broadband Quality Monitor to track packet loss and latency continuously.  That's sometimes a helpful diagnostic, but not needed if there's clear problems visible from step 4.

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mattomal
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Re: Intermittent Upload Speed

Thanks for the reply - still no joy with the speed after steps 1-3 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

129875000011.940256 qam21
213875000013.640256 qam1
314675000013.440256 qam2
415475000013.140256 qam3
516275000013.440256 qam4
617075000013.340256 qam5
717875000013.340256 qam6
818675000013.340256 qam7
91947500001340256 qam8
102027500001340256 qam9
1121075000012.938256 qam10
1221875000012.640256 qam11
1322675000012.540256 qam12
1423475000012.540256 qam13
1524275000012.940256 qam14
162507500001340256 qam15
1725875000012.640256 qam16
1826675000012.340256 qam17
1927475000012.538256 qam18
2028275000012.640256 qam19
2129075000012.538256 qam20
2230675000011.540256 qam22
2331475000011.940256 qam23
2432275000012.340256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.3110
2Locked40.370
3Locked40.3190
4Locked40.3190
5Locked40.3210
6Locked40.3200
7Locked40.3190
8Locked40.3170
9Locked40.3180
10Locked40.360
11Locked38.950
12Locked40.380
13Locked40.370
14Locked40.350
15Locked40.360
16Locked40.950
17Locked40.970
18Locked40.370
19Locked38.970
20Locked40.370
21Locked38.950
22Locked40.950
23Locked40.390
24Locked40.380

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1537000214.1512064 qam2
2393999914.1512064 qam4
3461999764.1512064 qam3
4603000294.1512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

TimePriorityDescription02/09/2020 07:51:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/09/2020 07:43:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/09/2020 03:27:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;02/09/2020 03:27:27ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/09/2020 23:31:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/09/2020 21:00:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;31/08/2020 19:57:23ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;27/08/2020 00:23:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/08/2020 18:27:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 18:43:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 18:16:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 18:16:7ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 18:01:18ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 17:53:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 17:46:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 17:37:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 17:17:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 16:19:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 16:17:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 15:45:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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mattomal
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Re: Intermittent Upload Speed

Are there any concerning figures in the table? Or is there some sort of technical manual showing acceptable ranges for each item?

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mattomal
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Re: Intermittent Upload Speed

Anyone?

I'm better off using my phone as a hotspot for reliability at the moment.

Is this just the reality of using virgin? 

Unfortunately no other fibre options in my area, but maybe a 5g mobile WiFi would be a better option than this?

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MikeRobbo
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Re: Intermittent Upload Speed

Your Downstream Power Levels are far too high and will require an engineer to put them right.

 

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Katie_WT
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Re: Intermittent Upload Speed

Hi there @mattomal

 

Welcome back to our Community and thanks so much for your post - I was sorry to understand that you're having some intermittent issues with your upload speed at the moment. Thanks for posting your stats for us and thanks to @MikeRobbo for taking a look for us 🙂 

 

From what you have posted they do look higher than we would expect - however, when locating and checking your account from here, they are now showing to be a bit too low. When checking your hub, it had been about 4 days since you last rebooted - before we go ahead and book you a technician, can you please reboot so I can refresh the data from this end to assign to the technician? 

 

Please do pop back when you can and we can take a closer look and get that technician if still needed

 

Cheers

Katie - Forum Team


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mattomal
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Re: Intermittent Upload Speed

Just rebooted: 

 

Mon 07/09/2020 15:541.62 Mbps2.45 Mbps0.94 MbpsXXXXVirgin Media

 

Thanks for the help by the way!

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Steven_L
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Re: Intermittent Upload Speed

Thanks for coming back to us mattomal.

 

I have looked into your account and can see that the reset has made no improvements at all to your connection.

 

I have arranged for an engineer visit to get this resolved, you can find all the details about your appointment on your online by logging in clicking My Account and Order Tracking, this will give you all the information.

 

Regards

Steven_L 

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mattomal
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Re: Intermittent Upload Speed

Thanks - engineer was round today, that was very quick!

 

Filter fitted onto between the incoming cable and box, will hopefully sort the issue.

I have also changed the properties of my wifi card so it will only connect to 5Ghz, it was going between 5 and 2.4 when the signal on 5 got low, and think that may have contributed to poor speed?

 

In other news my company's IT department were next to useless.

 

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